Contact Centers with a Call-Back Option and Real-Time Delay Information
نویسندگان
چکیده
منابع مشابه
Contact Centers with a Call-Back Option and Real-Time Delay Information
Motivated by practices in customer contact centers, we consider a system that offers two modes of service: real-time and postponed with a delay guarantee. Customers are informed of anticipated delays and select their preferred option of service. The resulting system is a multiclass, multiserver queueing system with state-dependent arrival rates. We propose an estimation scheme for the anticipat...
متن کاملOn Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design
Organizations worldwide use contact centers as an important channel of communication and transaction with their customers. This paper describes a contact center with two channels, one for real-time telephone service, and another for a postponed call-back service offered with a guarantee on the maximum delay until a reply is received. Customers are sensitive to both real-time and call-back delay...
متن کاملOn Customer Contact Centers with a Call-back Option: Customer Decisions, Routing Rules, and System Design 1
Organizations worldwide use contact centers as an important channel of communication and transaction with their customers. This paper describes a contact center with two channels, one for real-time telephone service, and another for a postponed call-back service offered with a guarantee on the maximum delay until a reply is received. Customers are sensitive to both realtime and call-back delay ...
متن کاملCall Centers with Delay Information: Models and Insights
In this paper, we analyze a call center with impatient customers. We study how informing customers about their anticipated delays affects performance. Customers react by balking upon hearing the delay announcement, and may subsequently renege, particularly if the realized waiting time exceeds the delay that has originally been announced to them. The balking and reneging from such a system are a...
متن کاملFinite time stabilization of time-delay nonlinear systems with uncertainty and time-varying delay
In this paper, the problem of finite-time stability and finite-time stabilization for a specific class of dynamical systems with nonlinear functions in the presence time-varying delay and norm-bounded uncertainty terms is investigated. Nonlinear functions are considered to satisfy the Lipchitz conditions. At first, sufficient conditions to guarantee the finite-time stability for time-delay nonl...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Operations Research
سال: 2004
ISSN: 0030-364X,1526-5463
DOI: 10.1287/opre.1040.0123